Return & Exchange Policy

Backwoods Dog is a small Canadian business, and most of our gear is handmade to order. We want you to love your purchase, but we also need clear and sustainable return and exchange policies that protect the time, materials and care that go into every order.

Please contact us at backwoodsdogstore@gmail.com before returning an item. Returns sent without prior approval may not be accepted.

Return Eligibility

To be eligible for a return:

• You must contact us within 30 days of delivery.
• The item must be unused, unworn, unwashed and in its original condition.
• The item must be free from dirt, hair, odours, damage and signs of use.
• Proof of purchase or your order number is required.

Approved returns are subject to a 20% restocking fee.

Customers are responsible for the cost of returning their items. Original shipping charges are non-refundable.

Once your return has been received and inspected, we will notify you whether it has been approved. Approved refunds will be issued for the purchase price of the returned item, minus the 20% restocking fee and any non-refundable shipping charges.

Custom and Personalized Items

Custom and personalized items are final sale and cannot be returned or exchanged.

This includes items made with:

• Non-standard measurements or sizing
• Engraving or personalized information
• Special materials, hardware or construction requested outside our standard product options
• Other modifications specifically requested by the customer

Choosing from the standard sizes, colours, accent colours and hardware options available on a regular product listing does not automatically make the item a custom order.

Exchanges

Eligible items may be exchanged for a different standard size or colour when requested within 30 days of delivery.

For approved exchanges:

• The customer is responsible for shipping the original item back to us.
• The returned item must be received in new, unused condition.
• The customer is responsible for the cost of shipping the replacement item.
• Any difference in product price must be paid before the replacement ships.
• The 20% restocking fee does not apply to an approved exchange.

Once we receive and inspect the original item, we will place the replacement item into production. We will email you an invoice for any price difference and the cost of shipping the replacement item back to you.

The replacement will ship once the invoice has been paid.

Incorrect, Damaged or Defective Items

Please inspect your order when it arrives.

If you received the wrong item, or your order arrived damaged or with an apparent manufacturing defect, contact us promptly at backwoodsdogstore@gmail.com. Please include your order number, a description of the problem and clear photographs.

When an error is ours or an eligible defect is confirmed, the 20% restocking fee will not apply. We will provide instructions and determine the appropriate repair, replacement or refund under our Warranty Policy.

Damage caused by normal wear and tear, chewing, misuse, improper care, accidents or external factors is not considered a manufacturing defect.

Changing or Cancelling an Order

Because our gear is made to order, production may begin within hours of purchase.

You may request a change or cancellation by emailing backwoodsdogstore@gmail.com as soon as possible. However, changes and cancellations are not guaranteed.

We may be unable to modify or cancel an order if:

• Production has already begun
• The item has already been completed
• The order has been packed
• The order has shipped

Orders cannot be changed or cancelled after shipment.

If a cancellation is approved, the refund will be issued to the original payment method.

Refund Processing

Refunds are issued only after the returned item has been received, inspected and approved.

All refunds will be issued to the original payment method. Please allow up to 14 business days after inspection for the refund to be processed. Your bank or payment provider may require additional time before the funds appear in your account.

We do not issue refunds solely because return tracking has been provided.

Warranty

Backwoods Dog gear is backed by a 1-Year Limited Warranty covering eligible manufacturing defects and hardware malfunctions from the date of delivery. Proof of purchase is required.

The warranty does not cover normal wear and tear, scratches, discolouration, chewing, misuse, improper care or damage caused by pets, accidents or external factors.

Please read our full Warranty Policy for complete terms and instructions.

Third-Party Products

Products manufactured by third-party brands may be covered by the original manufacturer’s warranty rather than the Backwoods Dog warranty.

Unless otherwise stated, questions or warranty claims relating to third-party products should be directed to the original manufacturer. This does not affect your rights if an item was supplied incorrectly or arrived damaged.

Sales and Promotions

Sales and promotional prices are valid only during the stated promotional period.

We do not:

• Provide rain checks
• Apply expired promotions
• Apply discount codes retroactively
• Offer price adjustments on previous purchases